The 2020 Programme
|08.45 - 09.15||REGISTRATION AND NETWORKING|
|09.15 - 09.25
|Chair's welcome and opening comments
Darren Williams, Retail Customer Expert, ex Hotel Chocolat and T2
|09.25 - 09.55||RETAILER CASE STUDY: Creating impactful and meaningful in-store customer experience
A good in-store customer experience is the foundation of retail success and every retailer should have this in bundles.
Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon
|09.55 – 10.25||Retailer Case Study: Engaging employees to drive innovation and improvements
The session will explore the important link between consumer engagement and employee engagement and how having a more diverse, talented group of people needs to reflect your customer base.
|10.25 - 10.55||EXPERT RETAIL OPINION: Winning on mobile - reach consumers wherever they are
1.Customer experiences - one step, one second
Natasha Kosoglov, Mobile Performance Lead, Google
2. Business messaging - interact with consumers where they are
As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing.
Tim Atkinson, Business Development Manager - Communications Products & Services EMEA, Google
|10.55 - 11.15||NETWORKING COFFEE BREAK|
|11.15 - 11.45||EXPERT OPINION: Aligning with shoppers in a world of constant change
Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers best intersect with shopper expectations?
Bryan Roberts, Global Insight Director, TCC Global
|11.45 - 12.40||RETAILER MEGA PANEL: Personalising the customer experience - today's buyers want personalised interaction
Delivering the right, tailored message, to the right group of people, at the right time.
Aaron Chatterley, Founder & CEO, Feelunique.com
Ronald van Drunen, Head of eCommerce, Staples
Alexandra Simion, Head of Marketing, Brand Alley
Katy Clark, Head of Grocery & Retail, Facebook
|12.40 - 13.35||LUNCH & NETWORKING|
|13.35 - 14.15||RETAILER CASE STUDY: Using social media channels as part of your engagement strategy
Katie Gritt, Social Media, Content & PR Manager, The Entertainer
|14.15 - 14.45||BITE SIZE FIRE SIDE CHATS: THE LOYALTY CHALLENGE
1: Innovative ways to add value and win long-term customer retention
Craig Wheeler, Managing Director, Beate Uhse
2: First rule of loyalty - don't talk about loyalty
There is something fundamentally wrong with almost all retail loyalty schemes; they are often just an additional discount scheme that don't drive true loyalty to the brand, only loyalty to discounts. This session looks at what happens when we don't talk about loyalty.
Lee Woodward, Global Chief Experience Officer (CXO), Crabtree & Evelyn
3. The loyalty recipe for success
Honest Burgers recipe for loyalty has three essential ingredients - quality food, good price and well served.
Meg Ellis, Commercial & Marketing Director, Honest Burgers
|14.45 - 15.00||NETWORKING COFFEE BREAK|
|15.00 - 15.40
|RETAILER PANEL SESSION: The value of customer insight - understanding the customer-centric retail universe
How can retailers’ best get departments and teams to engage with customer insights and embed the customer at the heart the organisation?
Jim Warren, Director of Marketing, Bloom & Wild
Kirsten Pottinger, Head of Global Partnerships & Wholesale, Fatface
Franck Kermarrec, Chief Marketing Officer, Millennium Hotels
|15.40 - 16.05||RETAILER CASE STUDY: What happens when customer first design takes a backseat?
When leadership make far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn't web savvy. In this session, you will gain unique insight into what has been going on behind the scenes of John Lewis's website.
Steve Kato-Spyrou, UX Manager, John Lewis
|16.05 - 16.30||RETAIL CASE STUDY: Spotlight on how to use customer data to drive engagement
Rich data can be used to assess customer engagement levels across all channels and combined with loyalty schemes to drive the greater levels of personalisation desired by the customer.
Roy Clark, Retail & Trading Director, Barnado's
Ian Tomlinson, CEO, Cybertill
|16.30 – 16.35||Chair's summary and closing remarks|